Customer Service Policy
Fifth Wheel Truck Stops and Fifth Wheel Corporation are committed to diversity, inclusion and accessibility in everything we do. These core values are essential to the way we do business and come through in every encounter with our customers. With this in mind, we are continuously taking steps to improve the overall accessibility of the Fifth Wheel locations and experience.
In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Fifth Wheel Corporation wishes to make available our customer service policy:
It is the policy of Fifth Wheel Truck Stops and Fifth Wheel Corporation that all of our locations are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers. We strive to operate our locations so that they are accessible to all persons with disabilities, and we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.
Background on the AODA
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) seeks to remove barriers and achieve accessibility for persons with disabilities in a number of key areas. More than 15% of Ontarians have a disability – more than 1 in every 7 people.
Under the AODA, the Province of Ontario will implement five accessibility standards. The Accessibility Standards for Customer Service, requires public sector organizations in Ontario to meet certain requirements by January 1, 2010. (The other standards: Transportation, Information and Communication, Employment and Built Environment are in various stages of development and are not yet law.)
For Fifth Wheel Truck Stops, the expectations of the Customer Service standard are very consistent with providing the best experience for all who come to Western to learn, visit, or access services.
By law, Fifth Wheel Truck Stop staff, management, contractors, and service providers are required to complete an accessibility learning program. We are to ensure our interactions and practices meet the accessibility standards.
To find out about what is a ‘disability’, what is a ‘barrier’, and what an ‘accessibility standard’ is, and much more – go to the Accessibility for Ontarians with Disabilities Act website (Ministry and Community and Social Services).
Use of Service Animals and Support Persons
Persons with disabilities may enter any Fifth Wheel premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting Fifth Wheel Truck Stop, it is the responsibility of the person with a service animal to control the animal at all times.
In the event a Fifth Wheel partner or customer is allergic to animals, alternative arrangements will be negotiated.
Persons with disabilities may enter Fifth Wheel premises accompanied by a support person and may have access to that support person at all times.
Fifth Wheel Corporation may require a person with a disability to be accompanied by a support person while on Fifth Wheel premises in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises.
Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.
Notice of Temporary Interruption
Fifth Wheel Corporation will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available. We may not be able to give advance notice in case of an emergency disruption.
In order to make information accessible, the signs and printed notices should be clearly laid out. The signs and printed notices will be displayed prominently at the entrance to the Fifth Wheel location and/or at the order area within the store, restaurant or fuel bar.
Training for Staff and Management
Fifth Wheel Corporation will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired staff of Fifth Wheel as part of our ongoing process.
A record of training received by Fifth Wheel staff will be kept by the General Manager or Fuel Manager at each location. Training will include:
- The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
- The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
- Information about Fifth Wheel Corporation policies and procedures pertaining to the provision of Fifth Wheel services to persons with disabilities;
- How to interact and communicate with persons with various types of disabilities;
- What to do if a person with a disability is having difficulty accessing a Fifth Wheel Truck Stop location;
- How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person;
Fifth Wheel Corporation
welcomes feedback, including feedback
about the delivery of our services to persons with
disabilities. Fifth Wheel will
investigate and respond to all complaints relating to such
services in a timely, thorough and objective manner.
All customers can submit
feedback or questions by email at
to this or other Policies
Fifth Wheel Corporation is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Fifth Wheel retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.
For more information: